Urgent: Cx Program Manager
4 days ago
Key Responsibilities: Program Management & Pilot Execution - Anchor the pilot implementation of the new complaints management process across selected regions - Capture user feedback from both internal teams and external partners (distributors, retailers, consumers) to drive iterative improvements - Work closely with product/tech partners to ensure platform readiness and continuous feature enhancements - Develop process SOPs and documentation to support standardized scale-up - Ensure rapid escalation and resolution in high-impact cases with potential business continuity or reputational risks Cross-Functional Stakeholder Management - Coordinate with internal stakeholders (Sales, Supply Chain, Quality, Legal, Marketing, etc.) to ensure closure of complaints within defined SLAs - Manage external vendor(s) involved in tech platform, call center, analytics to drive agreed deliverables - Maintain structured governance and follow-ups for issue escalations, decision-making, and interventions - Push and influence senior cross-functional leaders to take time-sensitive, critical decisions in high-stakes situations Governance, Dashboarding & Leadership Reporting - Maintain and continuously update CX dashboards to monitor complaint volumes, issue types, resolution times, and satisfaction metrics - Prepare executive-level presentations and reports for the CEO, CXOs, and cross-functional leadership teams - Identify trends, root causes, and improvement opportunities based on data insights Training & Change Management - Conduct periodic training sessions for field sales teams, customer service representatives, retailers, distributors, and other key users on the new platform/process - Build training aids, manuals, and quick-reference guides for end users - Act as the go-to person for first-level query resolution and onboarding for new users Key Skills & Competencies: - Strong program and project management skills - Ability to manage multiple stakeholders and influence senior stakeholders to take time-sensitive actions and decisions - Comfortable working with data, Excel, dashboards (Power BI/Tableau preferred) - Proficient in preparing structured presentations for senior stakeholders - Excellent verbal and written communication skills - Adaptable, proactive, and a strong problem-solver - Proven ability to handle crisis situations and navigate ambiguity with speed and composure - Experience in driving critical decisions under pressure, with potential financial and reputational implications for the business
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Program Manager
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Program Manager
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Program Manager
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, India Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, India Kapture CX Full timeAbout Company : Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, India Kapture CX Full timeAbout Company : Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, India Kapture CX Full timeAbout Company : Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
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Bengaluru, Karnataka, India, Karnataka Kapture CX Full timeAbout Company :Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily Customer operations should be made simple and...
